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DMA FAQ Integrated Managed Services

Frequently Asked Questions about our Integrated Managed Services (IMS) Solution


We understand the complexities and demands of managing facilities efficiently and effectively. Our Integrated Managed Service (IMS) solution is designed to streamline operations, enhance performance, and ensure a seamless experience for our customers. Whether you are curious about the benefits, the implementation process, or the specifics of our services, this FAQ aims to provide clear and concise answers to all your questions.

What is an Integrated Managed Services solution?

An Integrated Managed Service (IMS) solution is designed to transform how you manage the interactions between your properties, assets, supplier and internal stakeholders. By focusing on making these transactions seamless and efficient, we enable you to concentrate on your core business functions. Through our specialised service management platform, BiO®, we deliver a comprehensive solution that streamlines operations, ensures compliance, and optimises performance across your properties and supply chain.

What are the benefits of using an Integrated Managed Services solution?

  • Improved efficiency and productivity
  • Cost savings through economies of scale
  • Simplified supply chain management
  • Enhanced service quality and consistency
  • Access to specialised expertise and technology
  • No CAFM procurement costs
  • Better resource allocation and utilisation

Who can benefit from Integrated Managed Services solution?

Organisations of all sizes and industries can benefit, especially those with looking to streamline operations, reduce costs, and focus on their core activities. This includes corporate offices, retail shops, educational institutions, healthcare facilities, and industrial sites. An Integrated Managed Service solution is particularly well-suited for organisations with geographically dispersed properties, a large regional supply chain to manage, and no central CAFM system. These organisations can leverage an Integrated Managed Service solution to enhance coordination, improve efficiency, and maintain consistent service levels across all locations.

What services are typically included in an Integrated Managed Services solution?

How does DMA’s Integrated Managed Services solution handle service partner and supply chain management?

Our Integrated Managed Services solution includes robust service partner and supply chain management strategies to ensure high-quality service delivery and efficiency. This involves:

  • Vetting and selecting reliable service partners and suppliers
  • Establishing clear contracts and performance expectations
  • Coordinating and managing service schedules and delivery
  • Monitoring performance and compliance with standards
  • Implementing effective communication channels between all stakeholders
  • Continuously reviewing and optimising the supply chain for cost-effectiveness and reliability

Can an Integrated Managed Services solution be customised to fit my business needs?

Yes, an Integrated Managed Service offers customised solutions tailored to the specific needs and requirements of your estate, ensuring that you receive the most relevant and effective services.

How long does it take to implement an Integrated Managed Services solution?

The implementation timeline can vary based on the complexity and scope of the services being integrated. Typically, it can range from eight to twelve weeks. A detailed project plan is usually developed to ensure a smooth transition.

What kind of support and monitoring is provided with an Integrated Managed Services solution?

We offer continuous support and monitoring, including a dedicated support team, regular performance reports, and proactive issue resolution to ensure optimal service delivery and minimal downtime. Customers can monitor their services through BiO®, our advanced service management platform. BiO® provides a dedicated dashboard that offers real-time call to actions, performance data, and access to planning and compliance documentation. The platform is used by all stakeholders and ensures efficient management of planned, reactive, remedial, and quoted work orders. This comprehensive support system guarantees that any issues are promptly addressed and that operations run smoothly and efficiently.

How are service levels and performance measured?

Service levels and performance are measured using Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Regular reports and reviews are conducted to track performance against these metrics and ensure continuous improvement. BiO® provides real-time and exception-based reporting, focusing on key information and actionable insights. The system generates calls to action for customers, highlighting critical tasks that require attention. Live automated performance stakeholder dashboards are tailored for helpdesk agents, planning managers, service providers, and customers. Automated assessments proactively identify adverse performance instances and trends, triggering automatic alerts for investigation.

How is pricing determined for an Integrated Managed Services solution?

Pricing is typically based on the scope of services, the size of your organisation, and the complexity of your needs. Key factors include the number of assets, the frequency of PPM (Planned Preventive Maintenance) visits, the volume of reactive callouts, and the number of invoices. Our cost structure is volume-based, allowing for a +/- 10% variance to accommodate fluctuations in service requirements. As a rough estimation, the cost is approximately 10% of your annual spend.

What is the typical contract length for an Integrated Managed Services solution?

Contract lengths can vary, but they typically range from one to five years. Longer contracts may offer more favourable pricing and terms, while shorter contracts provide more flexibility.

Are there any hidden costs or additional fees?

We always provide transparent pricing and clearly outline any additional fees in the contract. It’s important to discuss and understand all potential costs upfront to avoid surprises.

How does the transition to an Integrated Managed Services solution affect my existing operations?

A well-planned transition minimises disruption to your existing operations. We have a tried and tested mobilisation plan that includes regular meetings with your team and supply chain. We conduct workshops and training sessions to ensure everyone is aware of expectations and knows how to utilise our BiO® platform effectively.

How does DMA’s Integrated Managed Services solution ensure compliance with regulations?

Our IMS incorporates comprehensive compliance monitoring tools that track and report on statutory requirements. Through our service management platform BiO®, you receive timely alerts and updates regarding compliance obligations, ensuring that your properties consistently meet all legal standards, thereby avoiding potential fines and disruptions.

Can DMA’s Integrated Managed Services solution handle the needs of a national supply chain?

Yes, our Integrated Managed Services solution is uniquely equipped to manage national supply chains. Our expertise in this area, combined with the advanced capabilities of BiO®, ensures seamless coordination and management across multiple locations, enhancing consistency and operational efficiency.

What kind of support can I expect from DMA?

Our team is committed to providing continuous support through dedicated account managers and customer account liaison officers who are available to address your queries, offer assistance, and ensure that our Integrated Managed Services solution align with your organisational needs and goals.

How has DMA’s Integrated Managed Services solution benefited other customers?

One notable success story is our partnership with DEBRA UK. By leveraging BiO®, we were able to improve their facility management processes for their charity shops, ensuring statutory compliance and operational efficiency, which in turn allowed their team to focus more on their charitable endeavours.

How can DMA’s Integrated Managed Services solution improve our operational efficiency?

Our Integrated Managed Services solution leverages the power of BiO® technology and enhances operational efficiency through automated processes, comprehensive reporting, and real-time performance tracking. By streamlining facility management tasks, reducing manual oversight, and ensuring compliance, your team can focus on core business activities, thereby increasing overall productivity.

Any other questions?

Discover how DMA’s Integrated Managed Services solution can transform your organisation. Reach out to our team for a personalised consultation and see first-hand how we can help streamline your operations, improve efficiency, and support your business goals.

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